The following is a set of services that are focused on IT Service Management Services. We will tailor these services to your specific requirements.

IT Service Management Strategy Development

• What are the right things for YOUR organization to do in IT Service Management?
• How can YOU balance investments in people, processes, products, vendors, and business partners?
• How can YOU respond to changing business needs?
• What are the requirements from the customer?

Answers to these questions will drive towards an IT Service Management Strategy. Through workshops, interviews and discussions with your organization we will help you to:

• Determine the scope of the IT Service Management strategy
• Review the Business’ current strategy, future direction of the business, and requirements therein
• Assess the current state of IT and review IT’s requirements
• Review Industry trends
• Develop the strategic direction for IT with regard to IT Service Management

 

IT Service Management Roadmap Development

• What is the most efficient way for YOU to implement IT Service Management and realize the benefits therein?

IT Service Management implementation is not as clear as implementing new software within an organization. While software implementations require requirements analysis, testing, and training, they often do not require a fundamental culture shift for the whole IT organization. Implementing IT Service Management requires concentrated effort on management of change, clear vision on the reasons for business process reengineering, and commitment from IT management to the program. Service Management Art’s approach to facilitating IT Service Management implementations within organizations can help organizations avoid the common pitfalls of treating this implementation like a software project.

We help YOU:

• Determine scope of the processes to implement
• Determine the scope of supporting tools to implement
• Identify stakeholders to interview
• Interview stakeholders
• Review current project and/or IT Service Management program plans
• Develop Management of Change strategies, including Education/Training, Communication, Documentation, Organizational Design, and Management Information
• Prepare an actionable roadmap

 

IT Service Management Process Assessment

• How can an organization understand their organizational process maturity in a clear and consistent manner?

Our Process Maturity Assessment for IT Service Management helps YOU to understand process gaps, and where to target improvement efforts. By reviewing all in scope processes with process owners, managers, and stakeholders (customers), Service Management Art is able to objectively assess YOUR processes and identify material process gaps. If used as a project audit, the added value of these assessments is the ability for the organization to prove to stakeholders through an objective assessment the gains that have been realized. During this assessment, we will:

• Determine scope of the process maturity assessment
• Identify stakeholders to interview
• Interview stakeholders
• Collect and consolidate findings
• Prepare report on findings
• Review findings with project sponsor

 

IT Service Management Process Improvement Advisory

• How can an organization identify and implement effective value-for-money improvements to their existing IT Service Management processes?

Process Improvement Advisory helps organizations address necessary changes to IT Service Management processes that have been selected as areas for improvement. Through process workshops, key stakeholders will discuss suggested high level process designs that address current process concerns and are ITIL aligned. Based on the discussion and feedback from the workshop, fully tailored process guides are developed for the organization. Management of change strategies are provided to management in order to ensure the successful implementation of the new processes and working methods. We will:

• Assess the current state of the process identified for improvement
• Design processes and process guides with ITIL focus
• Identify stakeholders for process workshops
• Facilitate workshops to discuss process guides
• Align process guides to organization needs as identified through process workshops
• Review process guides with Process Owners and Managers
• Assess the impact of the changes on organization
• Develop appropriate change strategies to guide Management through implementation